Agents who work in call centers take calls from all sorts of places and on almost any subject possible. By way of example, a feature of a voice API selected and called ‘call whisper’ can assist. But what is called a whisper? In other words, the call whisper use case is a situation whereby before an Inbound call is answered by a call center agent, a message on display, recorded voice message/ Text to speech generated message is played to the agent with information such as which advertising campaign the prospect is responding to, e.g. campaign #103, a summary of the offer, e.g. 20% discount on the actual selling price, or a call to action such as It can also be possible to determine the geographical location of the customer since phone numbers are area based.
Whisper capability is potentially integrated into a call center application on-site, from the cloud, or even within a corporate CRM app. But in regards to call whisper, how does it work?
What is Call Whisper?
Call whisper is a call-handling feature that informs the agent(s) about highly relevant customer information (such as information from CRM or IVR input) before or during the customer’s live call.
These conversation-specific cooperation particulars are delivered by various means, including CTI screen pops or playback of various messages before call acceptance (Standard Call Whisper) or by a manager’s voice, audible only to the target during the conversation (Live Call Whisper/Manager-Led Call Whisper).
The capability to provide coaching during a call or the option to exchange data before a call starts means that the agent will be as ready as possible for the call. This allows for delivering a highly personalized customer support experience, raising FCR rates, and minimizing the likelihood of customers calling back or being passed around during a call.
Information Relevant to Agents During the Call Whisper Process Consists of:
- Customer phone number, contact information and Demographics
- Account value and priority
- A short note about the trouble the customer encountered in the course of getting the support he/she demanded
- Recent and past orders
- Customer Sentiment
- Customer Satisfaction Score
- A digital record of customers’ omnichannel communication history
- Notes from other agents
- The exact advertising promotion strategy that the customer is replying to
- Further details by native or integrated CRM ones
- The mobile number that was being dialed for business purposes
Call Whisper is an Effective Tool for:
- New Call Center Training and New Call Center Agent Onboarding
- Supervision of Agents and Performance and Quality Control
- Preventing the calls that are escalated to the upper management
- Supporting callers making challenging phone calls
- Determining what types of issues customers have when calling the business, which stages of the customer journey may be problematic, and where agents lack knowledge
- Enhancing among the leads qualifying and customer categorisation
- When doing IVR system, expanding menus, routing and transferring calls and paths.
- To obtain more profound customer knowledge.
- Defining which products, services and campaigns are performing the best and which ones are bringing the worst results
- Knowing other call center statistics and measures (AHT, ATT, CPC, CSAT NPS, CAR, FCR, etc.)
How Does Call Whisper Work?
The call whisper feature is integrated with other call center on-premise or call center cloud solutions, such as call center software, call routing, call center campaign management, auto-call dialing tools and CRMs.
The Call Whisper Step-By-Step Process is as Follows:
- Step One: An actual phone call reaches the operations center
- Step Two: The customer dials the specific department or key on the Interactive Voice Response (IVR) or auto-attendant menu to connect with the most suitable agent.
- Step Three: The call is transferred to the most appropriate agent out of all the connected agents based on routing techniques or business rules and IVR response from the customer
- Step Four: A call whisper message is a voice only the selected agent can hear, or the CRM screen pops, which contains the customer information the selected agent needs to know.
- Step Five: Based on such information, the agent either a)The agent accepts the call and is transferred to the customer for live support or b)The agent takes the call and is advised by the supervisor or manager (over a speaker that the customer cannot hear) during the call.
- Step Six: The agent completes the call and handles CRA for the call (requests a callback/transfer/escalate the call if necessary)
Though the sequence of this or that call whisper may differ depending on the organization’s size, the number of calls, available agents, managers, or even the customer on the line, this general action is the most common.
Benefits of Call Whispering
If you have a call center software or a virtual PBX in your company used in either the customer service or the sales department or both the feature of discreet listening could be of value to you. Integrating this feature into your communication agent team offers numerous advantages, including:
i. Efficient Training
The most notable advantage of call whispering is that it allows for training on the field and confronting real problems without being completely autonomous. The operator in training will feel more compliant and faster, knowing he is not alone if complications arise.
ii. Mastering the Brand Image
Rectifying inevitable mistakes commonly used in and around language, words, and how a person refers to something may be beneficial. Customers decide on a particular product or service and, implicitly the values which your company possesses. This is why you need a certain measure of consistency in your attitude toward your customers. When customer information is passed to the Sales team, they will ensure the company is well represented to the customers and prospects through call whispering.
iii. Bring in Additional items
In a customer service setting, you may be asked to report an issue, but you don’t have the fix. If you have to think with two people, you will solve the problem much quicker. On the sales side, for example, one key beneficial use of the feature is when, on a call, being able to ‘whisper’ provides a second angle or perspective to persuade a prospect.
iv. Handling Stressful Situations
let’s assume one might encounter angry customers in the field of customer service, which is not a comfortable position for a trainee. Using call whispering, the supervisor can assist the agent in distress by offering him or her suggestions or even joining the conversation to work out something on the call.
V. Measure the Efficiency of Your Teams
Supervisor mode helps you gain a complete vision of what is happening in your call center. You can then work on inconsistencies and adjust sales or communication methods to achieve the desired outcomes.
Primary Features of Call Whisper
Explore the primary features of call whisper, a powerful tool that enhances communication, boosts agent performance, and improves customer interactions.
i. Immediate Feedback
Agents receive real-time guidance, helping them address customer queries more effectively and ensuring they adhere to compliance and company protocols.
ii. Customizable Messages
Businesses can customize the whisper messages based on the context of the call or the customer’s specific needs, making each interaction as relevant and helpful as possible.
iii. Seamless Integration
Call Whisper integrates into existing call center technology without disrupting the ongoing call flow. This integration allows for smooth operation, with agents able to continue their conversations with customers and receive necessary guidance.
iv. Scalability
This feature is scalable across organizations of all sizes. Whether a small team or a large enterprise, the call whisper system can be expanded and adapted to meet a business’s growing demands and complexities.
V. Analytics and Reporting
Call whisper systems can collect data on how often and in what contexts the feature is used, providing valuable insights into its effectiveness. Managers can analyze these reports to make informed training and operational improvements decisions.
Vi. Multi-Language Support
Multi-language support in call whisper systems enables global businesses to cater to diverse customer bases. Whisper messages can be provided in various languages, ensuring that all agents, regardless of their native language, receive the support they need to communicate effectively with customers.
These features make call whisper an invaluable tool for enhancing communication and efficiency in customer interactions.
Final Thoughts-Call Whisper
Call whisper is more than just a technological innovation; it is a strategic asset that can transform how businesses interact with their clients. Its ability to provide immediate contextual insights paves the way for more personalized and effective communication strategies.
By empowering representatives with key information before they even begin the conversation, businesses can significantly improve the quality of their customer interactions. This proactive approach enhances customer satisfaction and increases operational efficiency, allowing companies to handle more calls more precisely. Moreover, as businesses seek competitive advantages, call whisper is a crucial tool in their arsenal, facilitating better customer relationships and fostering loyalty.
FAQ's
Q1. What is the cost of implementing Call Whisper?
The cost of implementing Call Whisper can vary widely depending on the system’s complexity and the business’s specific needs. Typically, costs include initial setup fees, monthly service charges, and necessary hardware or software. Basic packages might start as low as a few hundred dollars for small businesses, while larger enterprises might invest thousands in more comprehensive solutions.
Q2. Can Call Whisper be used in any type of business?
Yes, call whisper can benefit almost any industry where customer interaction is key. It is particularly valuable in sectors like sales, customer service, healthcare, and hospitality, where understanding the context of incoming calls can significantly enhance the service provided.
Q3. How does Call Whisper maintain caller privacy?
Call whisper systems maintain caller privacy by adhering to data protection regulations such as GDPR in the EU or CCPA in California. Information used in call whispers is typically gathered from existing customer databases that comply with these regulations. Furthermore, access to this information is restricted to authorized personnel only, and the data is encrypted to prevent unauthorized access.
Q4. What are the common issues with Call Whisper?
Common issues with call whisper include technical glitches such as delays in message playback, inaccurate information provided if the CRM data is outdated, and occasional system downtime. Ensuring regular updates and maintenance can help mitigate these problems.
Q5. How to train staff to use Call Whisper effectively?
Training staff to use call whisper effectively involves familiarizing them with the system’s functionality and teaching them how to respond appropriately to the information provided. Role-playing exercises and monitoring calls to provide feedback can be beneficial. Additionally, it’s essential to continually assess the system’s effectiveness and make adjustments based on staff feedback and customer satisfaction metrics.
